SBL-SSM-00006: Error while sending message to server

Applies to:

Siebel System Software - Version 7.8.2 [19213] and later
Information in this document applies to any platform.
Error Message Area:Session Manager - SSM
Version:Siebel 7.8

Purpose

This document is intended to provide cause and corrective action information about Siebel Error Message SBL-SSM-00006: Error while sending message to server.

Scope

This document is informational and intended for any user.

Details

Explanation

The above error is a generic message that is usually reported at times when an error occurs in the communication between the Siebel Web Server Extension (SWSE) and the Siebel Application Server. This error manifests itself in the SWSE logs files. To enable more tracing in the SWSE log files, refer to Document 477185.1 How To Turn Up Logging on the Siebel Web Server Extension in Siebel Versions 7.x and 8.x? for more information.

Below is a list of reported causes for this error message:

1. SWSE has incorrect information in the eapps.cfg file on how to connect to the object manager running on the Siebel Application Server. For example, the DoCompression parameter may not be set correctly and cause this error.

2. The object manager(s) on the Siebel Application Server are not running, or do not have sufficient resources to service new requests.

3. Possible incorrect settings for the parameters defined for the application object manager or for the ServerDataSrc Named Subsystem. For example, look at the Connect String which will be stored in the DSConnectString parameter of the ServerDataSrc Named Subsystem. For the application object manager, look at the parameter called Connect.

4. If external authentication is being used such as LDAP or ADSI, then make sure the external server is up and running and the username and password is correct.

5. The Web Server's Network cards did not have a Default Gateway Server IP Address configured correctly. This was determined by running ipconfig on that machine.

6. The customer had configured their Siebel application to allow for anonymous browsing however the Anonymous Employee account, in this example, GUESTCST was not defined in the database. NOTE: Any user name can be configured as the anonymous user to be used by the eapps.cfg file. Check the eapps.cfg file and see what you values you have defined for the AnonUserName parameter. Verify that the database user account exists in the Siebel database.

7. The Web Server had disk problems and on the client’s PC, the Siebel High Interactivity Framework (in versions prior to 7.7, it was called the IE Option pack) program file that was installed was damaged and caused the user to not be able to log into the Siebel application.

Corrective Action

Ensure that the server components are available and running with sufficient free tasks.

Below is a list of corrective actions for this error message. NOTE: The following bookshelf references are also applicable to the version listed in the header of this error message documentation:

1. Ensure that the connect string details and other information in the eapps.cfg file are accurate such as host name, application and enterprise server name, ports, VIP/IP addresses, sufficient anonymous user session settings, DoCompression, etc. For more information about these eapps parameters, refer to the Siebel Bookshelf > Siebel System Administration Guide > Structure of the eapps.cfg File.

2. Ensure the appropriate object managers on the Siebel server are running, and are configured properly as per the information in Document 476830.1 How to Configure Siebel Object Manager (AOM / SOM) in Siebel 7.x and 8.0.

3. Use the client GUI or the server manager command line utility to get the Connect or ConnectString parameters for the application object manager or the ServerDataSrc Named Subsystem respectively. Make any changes to these parameters if necessary. For more information, refer to the Siebel Bookshelf > Siebel System Administration Guide > Application Object Manager Administration > About Siebel Application Object Manager parameters > About AOM Named Subsystem Parameters.

4. For more information about external authentication, refer to Document 477424.1 What is the authentication flow when the standard LDAP/ADSI security adapter is being implemented for Siebel web client in Siebel 7.0 and 7.5? and Siebel Bookshelf > Security Guide for Siebel Business Applications > Security Adapter Authentication > About User Authentication.

5. Provide the Default Gateway Server value and restart the web services.

6. Ensure the Anonymous User account exists in the Siebel database, or try changing the AnonUserName value to another database account that you know exists. For more information about the anonymous user and browsing, refer to Siebel Bookshelf  > Security Guide for Siebel Business Application > User Administration > Configuring Anonymous Browsing > About Anonymous Browsing and Unregistered Users.

7. Fix the disk problems and remove any damaged program files on the client’s PC. Open a Web browser and go to Tools > Internet Options > Settings > View Objects to check the status of the Siebel High Interactivity Framework (IE Option pack) program file. To remove the damaged file, highlight the program file and click the delete button. Open a new browser and try to log into the Siebel application again.

Applies to:

Product Release: V7 (Enterprise)
Version: 7.5.3.3 [16172] Fin Svcs
Database: Oracle 8.1.7.4
Application Server OS: Sun Solaris 8
Database Server OS: HP-UX 11i

This document was previously published as Siebel SR 38-1287909151.

Symptoms

SBL-SSM-00006We are having problems viewing, and attaching files in Siebel. This problem started after we upgraded to 7.5.3.3. When we go to view or attach a file in Siebel (any area), and a new IE browser window is spawned, we receive an error (see attached "Error" file). When the file doesn't try to spawn a new browser window just the Siebel dialog box, the error doesn't occur. We haven't changed any code pertaining to file attachments, this problem just started happening after the upgrade.

Solution

Message 1

For the benefit of other users, the customer received error messages or had their connection to the Siebel Web Server time out when attempting to view or attach files in the 7.5.3.3 Siebel Zero Foot Print Web Client.

Summary:

The Siebel Web Server log files showed multiple occurrences of the error messages SBL-SSM-00039 and SBL-SSM-00006. Both these error messages are indicative of communication timeouts between the client and the Siebel Web Server. Furthermore, the SBL-SSM-00039 and SBL-SSM-00006 messages in the Siebel Web Server log files preceded a “SBL-SMI-00114: The Multithreaded Server has reached the maximum number of concurrent tasks ((null))” in the FinsObjMgr log file. Given these errors in the Siebel log files, it’s not surprising that the clients received the error message “The requested site is either unavailable or cannot be found.”  

Searching SupportWeb for assistance found Service Request #38-1144701021. The customer followed the resolution and unchecked the "Do not save encrypted pages to disk" security option checkbox via Internet Explorer Tools menu > Internet Options > Advanced tab > Scroll down to Security. This resolved the situation.

<Continued ...>

Message 2

<Continued ...>

However, as the customer wished to be able to view/add attachments with this box checked due to security concerns, Change Request 12-LVRDGH was raised with Engineering.

Regards,
Esther Small
Siebel Technical Support

Keywords: 12-LVRDGH, SBL-SSM-00006, SBL-SSM-00039, SBL-SMI-00114, The requested site is either unavailable or cannot be found, time outs, Do not save encrypted pages to disk

Applies to:

Siebel CRM - Version 8.1.1.3 SIA[21219] and later
Information in this document applies to any platform.

Symptoms

Environment :
-------------------

Siebel 7.8/8.x / Microsoft Windows 2003 R2 / Siebel Gateway in Clustered Environment.


Statement of Issue :
----------------------------
1)The issue is that the application errors out during the user working on it and then they need to relaunch a new web browser and then launch the application again.

2) The error screen is  "The server you are accessing is either busy or experiencing difficulties. Please close the web browser, start a new one and try logging in again " is populated

3) The Web Server and Siebel gateway response is slow.

The SWSE log files contained the following errors

1)GenericLog GenericError 1 00001a164dc80cdc:0 2011-05-09 19:07:54 (ssmsismgr.cpp (1761) err=3670022 sys=0) SBL-SSM-00006: Error while sending message to server.
2)SBL-NET-01204: Internal: recv() failed: (null)
3)SBL-SMI-00107: Internal: The context for the given task was not found.1*013*smimtpool.cpp3*8490*0*0*0*
4)Line 684167: ProcessPluginState ProcessPluginStateError 1 00003bac4dcf0ff4:0 2011-05-16 07:22:54 2276: [SWSE] Open Session failed (0xa600cb) after 19.2548 seconds.

Changes

Siebel Gateway's setting on the shared network drive are  troubleshooted so access of data is available from both of the network paths in the clustered environment.

Cause

The DNS and Network settings of the Web Servers are to be properly setup for Web Server routing to SWSE component and in between connection drops due to exceeding firewall idle timeout.

Following errors are also present at the SWSE component level

1)SBL-SSM-00006: Error while sending message to server
2)SBL-NET-01204: Internal: recv() failed: (null)
3)SBL-SMI-00107: Internal: The context for the given task was not found.1*013*smimtpool.cpp3*8490*0*0*0*

Solution

1)In the Siebel command line interface in order to be compliant with your internal firewall please set the following OM parameter:

change param connidletime=180 for comp <comp_name>

This will prevent connection drops due to exceeding firewall idle timeout.

Please also make sure to set the following event logs:

change evtloglvl EventContext=4 for comp <compname>

Then restart siebel service.

2) For SBL-SSM-00006 (ssmsismgr.cpp (1761) error , solution is The cfg file for the object manager does not exist under the SIEBEL_ROOT\siebsrvr\BIN\[LANG] directory. Copy another working cfg file to this directory and stop and restart the Siebel Server”

3) Check the DNS registry entries and Network settings.

Applies to:

Siebel System Software - Version 7.7.2 SIA [18325] and later
Oracle Solaris on SPARC (64-bit)
Product Release: V7 (Enterprise)
Version: 7.7.2 [18325] Com/Med
Database: Oracle 9.2.0.4
Application Server OS: Sun Solaris 9
Database Server OS: Sun Solaris 9

This document was previously published as Siebel SR 38-1723398591.

Symptoms

SBL-NET-01204, SBL-SSM-00006
HI,

Please look into this as an extremely urgent issue :-

We are facing some serious problem with our production environment, which is about to go live.

Our setup is;

Siebel 7.7.2 with QF 1007.

We use thin client only.
Around 20 + application server, out of which 8 have eCommunication Object Manager running on them.
3 Sunone web servers with SWSE plugin. CISCO load balancing switches between web & application servers & also between clients & web servers.

When we start the servers running eCommunication OMs, everything works fine for some time (1 or 2 hours).We can hit all 4 OM servers, can see user logged on each of them. But after some time we start getting server busy error as below.
“The server you are trying to access is either busy or experiencing difficulties. Please close the Web browser, open a new browser window, and try logging in again.[16:41:34]”

We can still connect with server manager from command line & see all components
including eCommunication OM running.

If we bounce eComm OM servers, then again it works for some time.
The eCommunication OM logs on all servers have connection time out messages.

The log files from siebel web server extension & application server attached.

Cause

Configuration/ Setup

Solution

Message 1

For the benefit of other users:

The customer experienced server busy messages after a certain period of inactivity regarding network traffic between the web server and the application server. The customer has installed a Cisco hardware load balancer between the Siebel web extension and the object manager.

The reason for the interruption of the tcp connection was that Cisco switch is using a timeout feature by default that is dropping unused network connections after a while.

Resolution:

The following setup has resolved the problem with the dropped connections: the deployed Cisco model must support the flow-timeout-multiplier feature. This is not true for all types of Cisco switches. A model that supports this feature is CSS11503.
See an example for a rule implementing one application server:

owner siebelprod
content name-of-servcie
    add service app-server1
    vip address xx.xx.xx.xx
    advanced-balance url
    protocol tcp
    port 2321
    url "/*"
    flow-timeout-multiplier 700
    active

service app-server1
ip address xx.xx.xx.xx
keepalive port 2321
keepalive type tcp
string /!2.
active


The flow active multiplier will drop the connection after 11200 seconds idle time.

The object manager parameter connidletime has to be set to a slightly smaller value, 11000, to close and reopen the sisnapi connection properly.

Applies to:

Siebel CRM - Version 5.0.0.2 Finance and later
Information in this document applies to any platform.
Server busy error with custom OM -ACSWMTObjMgr_enu

Symptoms

When try get the Siebel login by using custom component - customer Object Manager - ACSWMTObjMgr_enu via
http://<web server hostname>/acswmt_enu
results in the following error message:
The server you are trying to access is either busy or experiencing difficulties. Please close the Web browser, open a new browser window, and try logging in again.[23:24:13]

In OM logs, these errors were found
Could not find 'Application' named 'Custom Application Name'. This object is inactive or nonexistent.
...

 2009-10-11 23:07:37 Login failed for Login name : anonemp
 2009-10-11 23:07:39 (ctxtmgr.cpp (4504)) SBL-SVC-00208: Please login first

In SWSE logs, these errors where found

2009-10-11 22:53:16 ( (0) err=4653071 sys=0) SBL-SCB-00015: The component is down or not available on this server

2009-10-11 22:56:21 (smconn.cpp (283) err=1180866 sys=2321) SBL-NET-01218: The connection was refused by server hcmblysun004a. No component is listening on port 2321.

 2009-10-11 22:56:21 (ssmsismgr.cpp (773) err=3670019 sys=0) SBL-SSM-00003: Error opening SISNAPI connection.
 2009-10-11 22:56:21 (ssmsismgr.cpp (1761) err=3670022 sys=0) SBL-SSM-00006: Error while sending message to server.
 2009-10-11 22:56:21 (smconn.cpp (283) err=1180866 sys=2321) SBL-NET-01218: The connection was refused by server hcmblysun004a. No component is listening on port 2321.

Changes

Created custom Object manager -ACSWMTObjMgr_enu

Cause

Incorrect value for parameter "Application Repository File" - this needs to reference an .srf that contains the Application used.

Solution

Setting the correct value for the parameter "Application Repository File" resolved this issue.

While the error messages above occurred on Siebel 8.1, the requirement to set the "Application Repository File" to the correct .srf name exists for all Siebel versions.

Applies to:

Siebel System Software - Version: 7.5.3 [16131] to 7.5.3.17 [16285] - Release: V7 to V7
IBM AIX on POWER Systems (64-bit)
Product Release: V7 (Enterprise)
Version: 7.5.3 [16157] Fin Svcs
Database: IBM DB2 7.2 FixPack 3SA
Application Server OS: IBM AIX 5L 5.1
Database Server OS: IBM AIX 5L 5.1

This document was previously published as Siebel SR 38-1297856927.
*** Reviewed for relevance on 7-Mar-2012 ***

Symptoms

Customer reported connectivity and response times with one of their notes on the Resonate Site.
Recently, they we added one node to an existing Resonate site to this Siebel Architecture consisting of three servers:

1 Siebel Enterprise Server as the Primary Scheduler
2 Load-balanced Siebel Servers
0 Servers performing backup scheduling

For testing purposes, they disabled Application Server 2.

Application Server1 receiving traffic and in seconds, and failover worked as expected.  When the App Server 3 (a new one) was connected, Application Server l rules were correctly registered and everything was working as it should.
When a URL request was sent, customer saw Application Server 3 receiving the request (Open Connection) but the Siebel login process took a very long time to connect, and eventually timed-out.

Customer certified the NIC and its hardware Checksum.

Upon review, the SWSE log file contained the following entries:

SisnTcpIp    SisnSockError    1    2004-05-18 15:51:44     85326: [TCPIP-client] recv() failed for sd=41 (err=73 | Connection reset by peer)
GenericLog    GenericError    1    2004-05-18 15:51:44    (smconn.cpp 5(399) err=1801023 sys=0) SBL-NET-01023: Peer disconnected
GenericLog    GenericError    1    2004-05-18 15:51:44    (ssmsismgr.cpp 83(435) err=5600004 sys=0) SBL-SSM-00004: SISNAPI Hello failed. The server component could be down.
GenericLog    GenericError    1    2004-05-18 15:51:44    (ssmsismgr.cpp 83(1189) err=5600006 sys=0) SBL-SSM-00006: error sending message
SisnTcpIp    SisnSockError    1    2004-05-18 15:51:44     82242: [TCPIP-client] recv() failed for sd=22 (err=73 | Connection reset by peer)
GenericLog    GenericError    1    2004-05-18 15:51:44    (smconn.cpp 5(399) err=1801023 sys=0) SBL-NET-01023: Peer disconnected
GenericLog    GenericError    1    2004-05-18 15:51:44    (ssmsismgr.cpp 83(435) err=5600004 sys=0) SBL-SSM-00004: SISNAPI Hello failed. The server component could be down.
GenericLog    GenericLog    0    2004-05-18 15:51:44     ERROR 82242: [SWSE] Set Error Response (User: sadmin Session: !4.4bfa.3021.40aa65ad Error: 00028344 Message: Not connected to the server.\nSBL-SS

The Object Manager log file contained the following, coinciding log entries:

SBL-SSM-00004: SISNAPI Hello failed. The server component could be down.
...
SBL-SSM-00004: SISNAPI Hello failed. The server component could be down

Changes

SBL-SSM-00004: SISNAPI Hello failed. The server component could be down.
...
SBL-SSM-00004: SISNAPI Hello failed. The server component could be down.

Cause

This is caused by CR #12-LVXBLX (Bug ID 10641666), which occurred on an IBM AIX System running DB2.

In this environment, the customer was facing login hangs when they introduced a new NIC (Network Interface Controller), the "IBM 10/100/1000 Base-TX Ethernet PCI-X Adapter - feature code 5701, 14106902" with the features Checksum_OFFLOAD and LARGE_SEND disabled.

While troubleshooting the issue, customer followed the steps documented in My Oracle Support document DOCUMENT 476898.1 in Section II, Steps 6 ("Hardware NIC checksums on AIX"), and 14 ("Central Dispatch heartbeat interval too large") but this did not completely resolve the issue.  This document has since been since revised, since the command ipconfig -a did not provide information about the LARGE_SEND option.

Solution

When using this NIC adapter with Resonate you must manually set the NIC features accordingly:

1. Execute lsattr -E -l 'deviceName'
Make sure it is set to 'NO'.

2. Recalling that the value of Checksum_offload must be "DISABLED", and it is not displayed by executing ipconfig -a, you must set the value manually.

CR- 12-LVXBLX (Bug ID 10641666) was originally opened to fix this but has since been closed as not feasible to fix in Siebel.  Resonate is no longer officially supported after Siebel release 7.5.

Applies to:

Siebel System Software - Version 7.5.3 [16157] and later
z*OBSOLETE: Microsoft Windows 2000
Product Release: V7 (Enterprise)
Version: 7.5.3 [16157]
Database: Microsoft SQL Server 2000 SP3
Application Server OS: Microsoft Windows 2000 Advanced Server SP 4
Database Server OS: Microsoft Windows 2000 Advanced Server SP 4

This document was previously published as Siebel SR 38-1183053761.

***Checked for relevance on 02-NOV-2012***

Symptoms

SBL-SMI-00107, SBL-NET-01023, SBL-SSM-00004, SBL-SSM-00003, SBL-SSM-00006
Dear Tech Support,
We are having a serious issue with our Production url.
http://10.190.170.66/erm_enu
When we login to the url for the very first time,
We get a "Page Cannot Be Displayed" error
[Please look at the Screen shot -Error1.jpg]
When we look at the ERM Object Manager logs, we dont see any new task triggered for the ERM task.

If we refresh the screen, we get the login box, but with a "Page Cannot be Displayed" above the box.
[Please look at the Screen shot -Error2.jpg]
Now, the ERM object Manager log shows the following data:
"2021 2004-02-06 15:03:07 2004-02-06 15:23:14 +0530 00000009 001 001f 0001 09 ERMObjMgr_enu 43120 2640 3088 D:\sea753\siebsrvr\log\ERMObjMgr_enu_43120.log 7.5.3 [16157] ENUGenericLog    GenericError    1    2004-02-06 15:03:07    Invocation of Applet Menu New Service::NewExpense is not allowed.GenericLog    GenericError    1    2004-02-06 15:03:07    Invocation of Applet Menu New Service::NewTimeSheet is not allowed.GenericLog    GenericError    1    2004-02-06 15:03:07    Invocation of Applet Menu New Service::NewCommunication is not allowed.GenericLog    GenericError    1    2004-02-06 15:03:07    Invocation of Applet Menu New Service::NewCorrespondence is not allowed.GenericLog    GenericError    1    2004-02-06 15:03:07    Invocation of Search Client Service::OpenSrchCenter is not allowed.GenericLog    GenericError    1    2004-02-06 15:03:07    Invocation of Persistent Customer Dashboard::OpenDashboard is not allowed.GenericLog    GenericError    1    2004-02-06 15:03:07    Invocation of Persistent Customer Dashboard::ClearDashboard is not allowed.GenericLog    GenericError    1    2004-02-06 15:03:07    Invocation of Persistent Customer Dashboard::CloseDashboard is not allowed.GenericLog    GenericError    1    2004-02-06 15:03:07    Invocation of Search Client Service::AutoSearch is not allowed."

If we finally refresh the screen for the third time, we could finally get into the application.

Can you Please get back to us as soon as possible because this is seriously affecting our production environment.

Cause

Configuration/ Setup

Solution

Message 1

For the benefit of other readers:

The customer had to refresh the browser three times before the Siebel Application login page would load.

We initially determined that the cause of this problem was experienced outside of the scope of the Siebel Application, as the customer experienced the same behavior when attempting to display the default page of their Web Server.

It was determined that the customer was using a Cisco switch, configured with a Virtual IP address (VIP), to load balance two Web Servers. The initial page loading problem only occured when the client connection hit the VIP - if the client went to the Web Server specific URLs, the pages loaded on the first hit.

The load balanced configuration on the switch was verified as correct.

It transpired that one of the Web Server's Network cards did not have a Default Gateway Server IP Address. This was determined by running ipconfig on that machine. After providing the Default Gateway Server value and restarting the IIS Services, the initial hit and thus rendering the Siebel Login page, worked when using the VIP based URL.

Applies to:

Siebel CRM - Version 7.8.2 [19213] to 8.1.1 SIA [21111] [Release V7 to V8]
z*OBSOLETE: Microsoft Windows Server 2003
Product Release: V7 (Professional) and later
Version: 7.8.2 [19213]
Database: Microsoft SQL Server 2005
Application Server OS: Microsoft Windows 2003 Server
Database Server OS: Microsoft Windows 2003 Server

This document was previously published as Siebel SR 38-3304776353.


*** Checked for Relevance on 11-Sep-2012 ***

Symptoms

SBL-NET-01023, SBL-SCB-00011, SBL-SSM-00004, SBL-SSM-00006
We have launched Siebel today. Users are seeing 4 problems:

1. Server busy or problem experienced browser error
2. White screen with progress bar
3. Siebel splash screen with progress bar (no login box)
4. Users get into the system and then get booted out.

When first launched, we had serious avaikability issues as above.
We then changed the following settings:

1. MAX TASKS params for all object managers from 20 to 100 (as recommended in PRR) except fo UK OM which was changd to 200.
2. MAX TASKS for connection broker from 1 to 2.

Since these changes users have been able to access, but within last 1 hour we have again seen the same issues.

Cause

Encryption for the communication between Siebel web server and Siebel servers is set to MSCRYPTO

Solution

Message 1

As per the client description their siebel web client became unavailable at certain times.
After investigations the symptoms were found to be as follows:
On the siebel application server there was a siebmtshmw process that became to use 100% CPU. This process did not became unresponsive but instead to became idle when no requests where processed it went to 100%CPU. On a 4 processor box when there were 4 siebmtshmw processes that went in this state the machine begun to respond very slow this resulting in dropping new sessions and overall log responses to incomming requests.
On the web server machine (IIS) there was present the same situation (the siebel extensions out of process begun to consume 100%CPU)
The thread that consumed CPU was identified from the performance monitor logs and then core dump where taken from these processes. The thread was a communication thread between the siebel web extensions (SWSE) and object manager (OM). The call stack for the corresponding thread was:

sslcnapi!compress_write+0xdb
sslcnapi!zlib_inflate+0x8d
sslcnapi!CSSSISConn::_DecodeRawMsg+0x158
sslcnapi!CSSSISConn::SisAsyncThreadMain+0x8d
sslcosd!OSDThreadStart+0x1c0 sslcosd!OSDNTThreadStart+0xc
msvcr70!beginthreadex+0xba
kernel32!GetModuleFileNameA+0xeb
...

The relevant line in the communication call stack is CSSSISConn::_DecodeRawMsg. The customer had the encryption for the communication set to MSCRYPTO. This encryption is not largely used or recommended by Siebel. After setting the encryption to NONE the problem did not re-occurred.

Resolution:

The customer choose to check if they need encrypted communication between the web server and the application servers and if this is the case use SSL instead.

Applies to:

Siebel System Software - Version: 7.5.3.6 [16186] to 8.1.1.3[21219] - Release: V7 to V8
z*OBSOLETE: Microsoft Windows 2000
Product Release: V7 (Enterprise)
Version: 7.5.3.6 [16186]
Database: Microsoft SQL Server 2000
Application Server OS: Microsoft Windows 2000 Advanced Server SP 3
Database Server OS: Microsoft Windows 2000 Advanced Server SP 3

This document was previously published as Siebel SR 38-1657913758.

Symptoms

Hi,

We are trying to renew the certificates, which will expire on 12/22/05, for SSL encryption on our Siebel Enterprise Server. Before implementing the new certificate to production, we are testing the process in QA environment. We replaced the old certificate file, certificate authority file and private key file with the new certificate files on Siebel Server and SWSE (Web Server), but we have connection issue. Please advise.


Attached please find the swse logs, eapps.cfg and siebns.dat. Please let me know if you need any other information.

Thanks!!

Cause

SBL-NET-01562: Unable to load private key D:\SSL\365key.pem

Solution

For the benefits of other users:

Customer is trying to renew the certificate which is used for SISNAPI SSL encryption on the Siebel Enterprise Server. SWSE log reported following error.

SBL-NET-01023: Peer disconnected
SBL-SSM-00004: SISNAPI Hello failed. The server component could be down.
SBL-SSM-00006: error sending message

Customer had been suggested to perform the following:

- Check and verify that the Object Manager is running.
- Increased the event logging for the correspondence Object Manager. Error below was reported on the Object Manager log.

SBL-NET-01562: Unable to load private key D:\SSL\365key.pem

Solution:

The corrective action of the above error is to verify that the key is in PEM format, and that the password for the key is correct. There is a parameter named "keyfilepassword" which need to be set correspondence to the password entered when generate the key. This parameter can be set using srvrmgr command below.

srvrmgr /g gateway /e enterprise /s server /u username /p password
srvrmgr> change params keyfilepassword=<password> for server <server>

After setting the correct password, the system is backed up and running.

Applies to:

Siebel CRM - Version: 7.8.2.14 SIA[19251] and later   [Release: V7 and later ]
This problem can occur on any platform.

Symptoms

Statement of Issue:
-----------------------------
When access siebel throuth web UI, there is an error message pop up (server busy error).

Environment:
-------------------
7.8.2.14 SIA[19251]

Steps:
---------
1. Launch web client login to application (http://xx/econsumersector_enu/)
2. Server busy related error returned
3. Click refresh, login page displayed and login success

Error:
-------
The server you are trying to access is either busy or experiencing difficulties.

Expected Behavior:
---------------------------
Login page displayed without click on refresh.

Actual Behavior:
-----------------------
Error message below returned and only upon refresh login page displayed properly
The server you are trying to access is either busy or experiencing difficulties.

Business Impact:
-------------------------
Server busy error when launch web client login and need refresh intervention to get login page.

Cause

The cause of the issue is improper timeout setting.

SWSE log attached reported following error.

SisnTcpIp SisnSockError 1 0 2011-11-15 17:17:54 79: [TCPIP-client] recv() failed for sd=24 (err=145 | Connection timed out)
GenericLog GenericError 1 0 2011-11-15 17:17:55 (ssmsismgr.cpp (863) err=1801204 sys=0) SBL-NET-01204: Internal: recv() failed: (null)
GenericLog GenericError 1 0 2011-11-15 17:17:55 (ssmsismgr.cpp (1726) err=5600006 sys=0) SBL-SSM-00006: Error while sending message to server.

And timeout setting gather from customer as follow.

Firewall - TCP session timout : 3600 seconds  
eapps.cfg SessionTimeout      = 900
ALTEON switch timeout (in front of web server) is 10 minutes (600 seconds)

Refer "Frequent Connectivity Problem with Thin Client on Production error SBL-NET-01204 (Doc ID 527426.1)" for similar issue.

Solution

1) Review "Siebel Application Timeout Setting Guideline (Doc ID 838460.1)" for the recommended and guideline for timeout setting

2) Adjust timeout setting for Connidletime(AOM paramater), ALTEON switch and/or eapps.cfg SessionTimeout. For example, to keep the current ALTEON switch timeout setting to 600 seconds (10 minutes), adjust eapps.cfg timeout setting to 500 seconds and application object manager Connidletime parameter setting to 550.

Customer confirm issue resolved after implement the change suggested as above.